Forrester's Top 10 Trends For Customer Service In 2011

With 2011 still bright and full of hope for most of us, what are the key trends that customer service professionals need to pay attention to as you plan for success this year?

Here are the top trends that I am tracking. My full report will be published in January.

Trend 1: Organizations Standardize Customer Service Across Communication Channels

In 2011 and beyond, customer service management professionals will continue to work on standardizing the resolution process and customer service experience across communication channels (e.g., web self-service, chat, email, Twitter, phone).

Trend 2: The Universal Customer History Record Becomes A Reality

Management of the universal customer history record will evolve to include customer communications done over traditional and social channels such as Facebook and Twitter. This will involve mapping of, at times, multiple social identities to a traditional customer record.

Trend 3: Knowledge Management Becomes The Linchpin For Outstanding Service

Companies will be either offering for the first time or realigning their customer- and agent-facing knowledge management offerings with best practices. The focus will be on contextual, personalized knowledge delivery during the service resolution process, as well as leveraging customer input to evolve knowledge to make it more in line with customer demand.

Trend 4: Business Process Management Extends Its Reach To The Front Office

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